Job Description

Closing Date 2025/04/09
Reference Number MMH240520-5
Job Title Client Care Consultant (Pretoria)
Position Type Permanent
Role Family Client Services
Cluster Momentum Corporate
Remote Opportunity None of the time
Location - Country South Africa
Location - Province Gauteng
Location - Town / City Pretoria
IntroductionThrough our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose Deliver professional service to clients through various servicing channels (inbound calls, emails, walkin interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Requirements

• Matric or
• 1 to 2 yearsxe2x80x99 experience in the retirement industry
• Valid driverxe2x80x99s license.
• Verbal and written communication.
• Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc. preferred).
• MS Office Suite (Word, Excel).

Duties & Responsibilities INTERNAL PROCESS Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards. Take ownership of complaints and ensure they are resolved timeously and effectively. Provide clients with the relevant information and documentation as required in line with policy guidelines. Capture and update client information on relevant system/s, based on data received from the client. Accurately complete all administrative and reporting requirements within agreed timeframes. Adhere to legislative / compliance requirements in the service process. Identify and report process and system failures and enhancements to improve client experience. CLIENT Investigate client queries within the agreed service level and ensure that client receives timeous feedback. Escalate client queries to the relevant department or stakeholder. Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services. Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets. Provide authoritative, expertise and advice to clients and stakeholders. Build and maintain relationships with clients and internal and external stakeholders. Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed. Make recommendations to improve client service and fair treatment of clients within area of responsibility. Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service. PEOPLE Develop and maintain productive and collaborative working relationships with peers and stakeholders. Positively influence and participate in change initiatives. Continuously develop own expertise in terms of professional, industry and legislation knowledge. Contribute to continuous innovation through the development, sharing and implementation of new ideas. Take ownership for driving career development. FINANCE Contribute to the financial planning process within area. Identify opportunities to enhance cost effectiveness and increase operational efficiency. Manage financial and other company resources under your control with due respect. Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
Competencies Examining Information : Analyses and processes information asks probing questions strives to find solutions to problems, Documenting Facts : Writes fluently when documenting facts understands arguments logically focuses on finding facts, Establishing Rapport : Builds rapport and puts people at ease is engaging and welcomes people finds it easy to make friends, Articulating Information : Is articulate in giving presentations is eloquent and explains things well projects social confidence when articulating information, Showing Composure : Stays calm and relaxed during events is not worried and tolerates stress levels is composed in dealing with pressure, Meeting Timescales : Is target focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks, Upholding Standards : Behaves ethically and justly is discreet and maintains confidentiality meets commitments by acting with integrity, Taking Action : Takes action to make things happen uses initiative to start things up shows drive and invests personal energy, Examining Information:Analyses and processes information asks probing questions strives to find solutions to problems, Documenting Facts:Writes fluently when documenting facts understands arguments logically focuses on finding facts, Establishing Rapport:Builds rapport and puts people at ease is engaging and welcomes people finds it easy to make friends, Articulating Information:Is articulate in giving presentations is eloquent and explains things well projects social confidence when articulating information, Showing Composure:Stays calm and relaxed during events is not worried and tolerates stress levels is composed in dealing with pressure, Meeting Timescales:Is target focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks, Upholding Standards:Behaves ethically and justly is discreet and maintains confidentiality meets commitments by acting with integrity, Taking Action:Takes action to make things happen uses initiative to start things up shows drive and invests personal energy.PolicyWe are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Group